Warranty Policy

Warranty Policy

At SuperHub, we aim to provide reliable and affordable products to our customers. This Warranty Policy explains how warranty and fault claims are handled.

This policy is provided in accordance with the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.

Nothing in this policy limits any rights you may have under New Zealand law.

Your Rights Under the Consumer Guarantees Act 1993

All consumer products sold by SuperHub are covered by the Consumer Guarantees Act 1993.

Under the Consumer Guarantees Act, products must:

  • be of acceptable quality;
  • be safe and free from defects;
  • be fit for their usual purpose;
  • match the description on our website;
  • be durable for a reasonable period; and
  • comply with any specific claims made about the product.

What is considered reasonable may depend on the type of product, the price paid, the product description, and how the product has been used.

For budget or low-cost electronic products, the expected durability may be different from premium or high-end branded products. However, all products must still meet the guarantees required under New Zealand law.

Manufacturer's Warranty

Some products may come with a manufacturer's warranty. If a manufacturer's warranty applies, this will usually be stated on the product page or included with the product.

Unless clearly stated on the product page, products sold by SuperHub do not include an additional manufacturer's warranty.

Any manufacturer's warranty is in addition to, and does not limit, your rights under the Consumer Guarantees Act 1993.

If a Product Is Faulty

If you believe your product is faulty, defective, unsafe, or not as described, please contact us as soon as possible.

We may ask for photos, videos, product details, and information about how the product was used, charged, installed or connected.

Before providing a remedy, we may need to inspect or test the product to confirm the issue.

A product is not automatically considered faulty because:

  • you changed your mind;
  • you ordered the wrong item;
  • the product is not compatible with your device or setup;
  • you expected a feature that was not advertised;
  • you no longer need the product;
  • the product was damaged after delivery; or
  • the product was not used correctly.

What We Will Do If a Product Fails

If a product does not meet a guarantee under the Consumer Guarantees Act 1993, we will provide a remedy as required by law.

For a minor failure, we may choose to repair the product, replace the product, provide a refund, or offer another suitable remedy.

For a major failure, you may be entitled to reject the product and choose a refund, replacement, or other remedy available under the Consumer Guarantees Act 1993.

A major failure may include where the product is unsafe, substantially unfit for purpose, significantly different from the description, or has a problem that would have stopped a reasonable customer from buying it if they had known about it.

What Is Not Covered

We may decline a warranty or fault claim if the issue was caused by:

  • misuse, abuse or neglect;
  • accidental damage;
  • dropping or impact damage;
  • liquid or moisture damage;
  • normal wear and tear;
  • incorrect installation or setup;
  • incorrect charging or use of the wrong power supply;
  • use with an unsuitable cable, charger, adapter or voltage;
  • failure to follow product instructions;
  • unauthorised repair, modification or tampering;
  • damage caused after delivery;
  • use outside the product's intended purpose;
  • compatibility issues with your own device, software, app, network, charger, cable or other equipment; or
  • any fault caused by a product or accessory not supplied by SuperHub.

This does not affect your rights under the Consumer Guarantees Act 1993 where those rights apply.

Batteries and Consumable Parts

Some products may include batteries, cables, lights, accessories or other consumable parts.

Normal wear and tear, battery degradation over time, reduced battery performance from use, and damage caused by incorrect charging or misuse are not covered.

However, if a battery or consumable part is faulty or does not meet the guarantees required under New Zealand law, we will provide a remedy as required by the Consumer Guarantees Act 1993.

Compatibility

Customers are responsible for checking that a product is suitable for their intended use before purchasing.

This includes checking compatibility with phones, tablets, computers, vehicles, apps, software, Wi-Fi, Bluetooth, chargers, cables, power sources and other devices.

If you are unsure whether a product is suitable, please contact us before purchasing.

Unless we have confirmed compatibility in writing before purchase, we may not accept a warranty claim simply because a product is not compatible with your device, system or setup.

Return Shipping for Warranty Claims

If we need to inspect or test a product, we may ask you to return it to us.

Please do not return any product without contacting us first.

For confirmed faulty products, we will meet our obligations under New Zealand law, including reasonable return shipping arrangements where required.

If the product is returned and no fault is found, or the issue is found to be caused by misuse, damage, incorrect installation, compatibility issues or another reason not covered by law, the customer may be responsible for return shipping costs.

Business Purchases

If products are purchased for business purposes, the Consumer Guarantees Act 1993 may not apply.

Where permitted by law, SuperHub may limit or exclude Consumer Guarantees Act obligations for business-to-business purchases.

If you are purchasing for business use and require clarification, please contact us before placing your order.

How to Make a Warranty Claim

To make a warranty or fault claim, please contact us with:

  • your order number or proof of purchase;
  • your full name;
  • the product name;
  • a clear description of the issue;
  • photos or videos of the fault, where possible; and
  • details of how the product was used, charged, installed or connected.

We will assess your claim and respond within 2–3 business days with the next steps.

Contact Us

If you have any questions about warranty claims or product faults, please contact us:

  • Email: info@superhub.co.nz
  • Phone: 09 259 4472
  • Business Hours: Monday–Friday, 9am–5pm NZ time

This policy does not limit any rights you may have under New Zealand law.